Glossary

Terms you will meet in a Travelio deposit dispute

Half the difficulty of a deposit dispute in Indonesia is vocabulary. These are the terms that come up, in plain language.

Deposit: The security sum paid before you receive keys, held against damage and unpaid utilities. It is your money, held on trust — not a fee. Sums documented here range from Rp300,000 for a short stay to over Rp6,100,000 for an annual lease.
Post charge: A bill raised after you have moved out and the unit has been re-let, for damage you can no longer inspect. Nine records here describe it. The structural problem is that you have no access and no independent record by the time the claim arrives.
Noda tembok: Literally "wall stains". Documented as the stated reason for a unilateral deposit deduction. Normal wear is not chargeable, so ask for dated before-and-after photographs plus the repair invoice.
PSM: Perjanjian Sewa Menyewa — the rental agreement. One published complaint concerns a monthly tenancy handed over without the owner-signed PSM, leaving the tenancy with no document evidencing its terms.
BPSK: Badan Penyelesaian Sengketa Konsumen. A tribunal, not a helpline — it takes evidence, hears both sides and rules. Sits at city and regency level.
BPKN: Badan Perlindungan Konsumen Nasional. Advises government on consumer policy and takes complaints from the public. Reachable on WhatsApp.
YLKI: Yayasan Lembaga Konsumen Indonesia. Indonesia’s oldest consumer group, founded 1973. Independent of government and of the companies it investigates.
LAPOR!: The national public complaint portal at lapor.go.id. Free, online, routes your complaint to the responsible ministry and issues a reference number you can cite later.
UU No. 8/1999: Indonesia’s Consumer Protection Law. The clause that matters to you: a service must match what was agreed, and you are owed compensation when it does not.
UU ITE: The Electronic Information and Transactions Law. Used against consumers who complained online, which is why precision protects you: publish dates, amounts and documents you hold, as your own experience.
Surat pembaca: A published reader’s letter. MediaKonsumen carries four pages of them about Travelio, going back to 2019.
Tanggapan: A formal company response to a published complaint. Two appear in this record — both issued after the complaint became public, never before.